Asurion
Reviews and Complaints

My cellphone stopped working. I called T-mobile customer care and they transferred me to insurance section where a lady walked me over through reset options and when it did not work she asked me to file claim which I denied. Later i called them back they said already there were 2 claims opened and they asked me to file affidavit which i did through T-mobile dealer. Now they called me back and said that I have three claim file opened and they are denying it. They are getting $12 a month premium paid and now the damaged phone is with the dealer and I am not getting covered by the insurance .

Is there any person either in T-mobile or Assurion who is willing to understand what really happened and help me with this.

I become a stupid person paying premium and getting not covered.

My ordeal began last Thursday May 22nd when I misplaced my Metro PCS cell phone. I immediately called Metro PCS to have the service temporarily disconnected until I filed an insurance claim. I then was given Asurion's phone number. I called the customer service phone number and described what had happened to my phone and was told that with paying the $80.00 deductible a replacement phone, that would be activated upon arrival, would be sent to my via DHL the following day. I was also told that the Nokia 6265I phone that I had was discontinued and that a similar replacement phone would be sent to me.

On Friday May 23rd respectfully I received my replacement phone. Upon receipt of the phone I read the instructions indicating that the phone needed to be charged, although it seemed as if it had a full charge upon arrival. I waited almost 5 hours and then turned the phone on after installing the battery. Once the phone was turned on I proceeded to dail a number and was given the message that the phone was not authorized for service. I called Asurion back and told them of the problem that I was having. After several failed attempts of entering codes, turning the phone on and off, entering passwords, removing and reinstalling the battery more than enough times I was told to call Metro PCS that there must be a problem due to the fact that I suspended my service when my original phone was lost. I contacted Metro PCS and went through a series of similar tests to no avail. I was told my Metro PCS to call Asurion back and let them know that I must have received a defective replacement phone. I called Asurion and indicated what I was told by Metro PCS and Asurion indicated that there were no supervisors available and that they would put a technical support call in and that the problem with the phone should be resolved within 24 hours. On Saturday I attempted to call my Metro PCS phone number to see if the problem had been resolved. The call immediately went into my voice mail. I tried turning the phone off and back on and placing a call from the phone, I received the same message indicating that the phone was not authorized for service. I called Asurion and they told me that I should contact Metro PCS again to make sure the account was released from suspension. I called Metro PCS and they indicated that there were cell phone tower problems in the area where a reside, but that I should go into a physical Metro PCS store with the phone to try and resolve the issue. Since I was on emergency call at work all weekend I could not go into a store instead I asked my fiance to go and try to resolve the phone issue. My fiance went into the Metro PCS store in Pembroke Pines, Florida and the Assistant Manager attempted to reset the phone several times. She was told by the Assistant Manager that everything that they could do had been done with trying to reset the phone and the phone would still not work. The Assistant Manager told her to contact Asurion back in which she made the call from the Metro PCS store. She was told by a supervisor at Asurion that nothing more could be done until the Corporate offices opened on the next business day. Being a holiday weekend that would be Tuesday May 27th. I indicated that this was unacceptable due to the phone is used for business purposes and I was told that's all that could be done. I also mentioned that the replacement phone that I was sent was not a similar model to the Nokia phone that I had put in a claim for that had costs me almost $280.00 when originally purchased a year ago with Metro PCS. I was told by the Metro PCS store that the replacement phones that Asurion sends out to it's consumers are refurbishes phones and the Motorola phone that I received as a replacement was also a discontinued phone and that it's value was no where close to what I had originally paid for the Nokia phone.

Today is Sunday May 25th, I have been on emergency call the entire weekend and will be through Monday May 26th there is no way for my customers to contact me nor for me to be in contact with them. My finances Mother is in the hospital expecting to have surgery on Tuesday and I will continue to be without a phone during this critical time. I can only comment that I noticed on your main page that Metro PCS is not the only cellular phone company that uses your insurance for their customers. I would seriously be rethinking about taking out insurance on a cell phone when I could just as well walk into the cell phone company and purchase a working replacement phone and not have the troubles that I have had these past days. At this point I will be making a decision by Tuesday if I will be sending Asurion back the replacement cell phone for a credit of $80.00 and walking into a store and purchasing a new cell phone along with canceling my cell phone insurance plan or just change cell phone providers all together. I refuse to believe that this is the type of service that an insurance company provides to it's consumers.

How stupid is this! I received a replacement cell phone that has been locked by someone else whom had this phone and sprint can't unlock and I tried calling for one hour to asurion and they have their stupid recording that eventually hangs up on you not allowing you to speak to anyone. What a business! Oh, but if you are giving them business at&t was able to pass me thru to talk to individual and now that i'm having problems with phone they sent they won't put me thru. How funny how business works when your giving them money they treat you well but when you needing something from them you get crab from them!

Asurion sent me a replacement phone that had 5 separate defects, it is my firm opinion that asurion is shoveling garbage out of their warehouse, it is my opinion that asurion knows that a certain % of the replacement phones that it ships are defective. It is also my opinion that asurion management knows that a certain % of these substandard phones will not be returned, these defective phones are generating revenue, again my opinion. If you buy the phone insurance plan from t-mobile you may or you may not get a defective phone from asurion, want some advice... do not buy phone insurance from t-mobile/asurion, DO NOT BUY THE PHONE INSURANCE!

I carry Asurion insurance in my cell phone through T-mobile and my daughter lost her phone. I had a different phone replaced on the same account a few months ago and it was a breeze. This time their identification database properly identified me and then they transferred me to a different department and all of a sudden I had to fax them an affadavit. An internet form, with a copy of my drivers licence attached to it. The form clearly states that if the phone is purchased at a t-mobile center, kiosk etc.., proof of ownership is not required. After 3 faxes the superivsor told me that record of the phone on a bill is not good enough. We have had this phone for a couple of years and I dont have the original receipt or the bar code from the original box. And like an idiot here I am paying for a monthly coverage of insurance replacement. You know it sure feels like insurance fraud to me when they do everything in their power to not pay out a claim. Caveat emptor - let the buyer beware. Neither T-mobile or Asurion has called me back to attempt a resolution. Thank god asurion does not cover everyone (dont get phones with Alltel, Ampd mobile,Cellular one, Claro, Disney mobile, Iowa wireless, MetroPCS, Palm, Suncom, T-mobile, Tracfone, Union cellular and Verizon) next time I am going with Qwest Wireless. T-mobile was not even concerned when I said I was going with a different carrier when this contract is up in January. T-MOBILE DOES NOT CARE ABOUT THEIR CUSTOMERS.

Asurion cell phone insurance. I bought the insurance for my five Verizon Wireless phones. And one of my phones got damaged so I called the insurance who told me that my phone was not in stock but that they would send a comparable model. So, when it came it was the cheapest piece of garbage phone I had ever seen. I called Verizon and asked if this phone was comparable to mine and Verizon told me that it didn't even come close to my phone. They said that they don't even really carry it in their stores because it's such a lousy phone. So I called the insurance company and after admitting that they just compare features to see if they are somewhat comparable and don't compare price at all, which just tells me that they did know they were sending me a substandard phone. They finally agreed that they would take this piece of garbage phone back and I would do without a phone until mine got off back order, but it would cost me an extra $20 reshipping fee! Excuse me?

They try to pull one over on me and when I call them on it they try to charge me for it? I don't think so!